ITSM is a framework for adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement.
Features:
- Incident Management -- for managing and tracking Incidents (a disruption to normal operations) and Service Requests (for new services, software or hardware). This Incident Management application is designed to manage the entire Incident Management process to assist in restoring service to customers as quickly as possible. The ability to prioritize Incidents and Service Requests according to business impact allows staff to focus efforts where it matters most.
- Problem Management -- for managing Problem investigations from detection to eradication through the ITIL sub-processes of Problem Control, Error Control, and Pro-Active Problem Analysis, Problem Management processes remove defects from the IT infrastructure, eliminate recurring Incidents, and stabilize the environment.
- Change and Release Management -- for tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors. This module includes a built-in approval process for Change and Release Management. The Change module is completely integrated with Incident, Problem, and Service Level Management applications.
- Service Level Management -- for tracking Service Level commitments with customers and from vendors, thus allowing management to pinpoint weaknesses and take corrective action. er than those of comparable solutions
Advantages:
- Integration -- You know that ITSM in general is supposed to help you standardize your IT procedures across departments and divisions. In a lot of ways, using software specifically designed to support those functions is a logical extension of an ITSM framework. It's always easier to do a job when you have the right tools at your fingertips—and ITSM tools like workflow management software help your IT staff do their jobs. Not only that, but these software solutions can also work across an organization so the benefits, like streamlining processes, can be realized in other parts of your company too.
- Improved ROI -- You've invested a lot in an IT service management framework so it really needs to pay off. ITSM can improve a business's ROI—that's no secret. But one of the best ways to ensure the return on your investment in ITSM is to employ software specifically designed for the job. IT professionals know what they need to do, but they also need the right tools to get it done. As an added bonus, software solutions will be implemented in every department of a business to ensure everything is consistent, standardized, and integrated. That means that when you employ an ITSM framework along with a software solution, it won't just be the IT department that benefits—and that translates into a better ROI. In addition to that, many ITSM software solutions are suites of programs, which means that you're getting not just one tool, but a whole set of them. Each tool can help your company with a different task, and these tools are designed to work together seamlessly.
- Higher Efficiency -- IT professionals are good at what they do, but ask any of them and they'll say that the right tools make their lives easier. Why make the job harder by not offering them software that can help them better manage workflows, search through data and reports in short order, and keep track of incidents? Program capabilities also allow teams to look at their workflow processes in more detail, which in turn can point to the places where procedures could be simplified. Workflow management software may even allow you to automate some steps of a procedure—which means less time and effort, and a smaller margin of error.
- Visualization -- If you want to know what your workflow process looks like, you don't need to scribble it all out on paper; ITSM software can do that for you. By allowing you and your employees to visualize workflows quickly and easily, these programs can make it very obvious where a process can be simplified—by moving steps around, by eliminating unnecessary ones, or even by automating them. ITSM software can also help you run cost-benefit analyses quickly and easily, which means you spend less time guessing if the changes to procedures will save you time and money.
- Reduced Costs -- Perhaps most importantly, ITSM software can help your business reduce costs. The efficient delivery of services helps your employees save time and money, and the ability to visually review your workflow and determine what changes make sense allows you to make adjustments to processes and procedures that will save money. ITSM software might seem like a big investment upfront, but the benefits far outweigh the costs.
Benefits:
- Ability to access and leverage a "best in class" Service Management software solution as a shared service without having to fund the significant up-front investment associated with the acquisition and deployment of a comparable vendor or in-house solution
- Shared services provide an economy of scale so ongoing costs are significantly lower than those of comparable solutions
You can learn more about Enterprise ITSM Solutions, or take our ITSM assessment to find out where you are on your IT Modernization Journey.
